Workforce Analyst Resume

Samantha Gray

North Highlands CA 95660

(916) 987-6543

[email protected]

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Job Objective

To secure a Workforce Analyst position in a well established organization with a stable environment.

Highlights of Qualifications:

  • Remarkable workforce management experience
  • Ability to interpret an extensive variety of technical and non-technical instructions
  • Proficient with data collection, database management and integration systems
  • Ability to interact across all levels of the organization and build strong partnerships
  • Ability to maintain strict confidentiality

Professional Experience:

Workforce Analyst

Guardian Life, Dallas, TX

August 2005 – Present

  • Implemented effective administrative tracking, analytical and trending procedures to support the unit’s goals.
  • Generated and created impact summaries of the day’s events on service levels and performance.
  • Analyzed and determined call volume patterns to manage work shifts.
  • Maintained and managed workforce management system and integrity of workforce data.
  • Scheduled all transaction based work and special events for optimal service levels.
  • Generated and created daily, weekly and monthly statistics.

Workforce Analyst

Volt Workforce Solutions, Dallas, TX

May 2000 – July 2005

  • Allocated requirements to develop and maintain quality scheduling, staffing, reporting and payroll services for contact centers.
  • Developed and disseminated call center metrics.
  • Reported to all levels of management using analysis of data to offer recommendations.
  • Worked effectively with managers to assess forecast and efficiency needs.
  • Managed short and long term staffing needs along with maximizing schedule efficiencies.

Education

Bachelor’s Degree in Computer Science

Boston College, Chestnut Hill, MA